How to Reopen a Closed Ticket ?

If your issue is not fully resolved or you need additional assistance after a ticket has been closed, you can reopen the ticket and continue the conversation with the support team.

Reopening a ticket is possible only if enabled by your organization's system settings.

Navigate to the Helpdesk Module

1. From the left navigation menu, click Helpdesk.
2. Open the Raised by Me tab to view all the tickets you have created.

Locate the Closed Ticket

1. Scroll down to the Closed Tickets section.
2. Here, you can see all tickets that have been resolved and closed by the support team.
3. Use the search box or filters if you need help locating a specific ticket.
4. Click the ticket you want to reopen.

Review the Ticket Details

The ticket details page displays:

1. Original request information
2. Conversation history
3. Responses provided by the support team
4. Ticket status updates
5. Assigned support representative

Reopen the Ticket

1. At the bottom of the ticket details page, locate the Reopen Ticket option.
2. Click Reopen Ticket.

After selecting Reopen Ticket, the system updates the ticket status and displays a confirmation message indicating that the ticket has been successfully reopened.

The ticket becomes active again and is returned to the support team's work queue.

Continue the Conversation

Once reopened, you can:

1. Add additional comments.
2. Provide updated information.
3. Attach supporting documents or screenshots.
4. Respond to questions from the support team.